Serving more than 100,000 patients, Oakview is committed to ensuring a consistently positive customer journey and wanted more actionable data to inform decisions related to its patient experience. Oakview also required a more adaptable communications platform to support an outsourced call center and remote work. FluentStream’s call center capabilities, including ensuring HIPAA compliance, now enable Oakview to outsource most of its call center operations to better service its nearly 10,000 patient calls per month. FluentSream’s analytics and training capabilities also give Oakview quantitative data about its customer service to make more informed business decisions.

With FluentStream’s easy-to-use platform and FluentStream Mobile, an app that allows employees to use their personal phones to call, text, and access features such as extension dialing and call forwarding from their work extension, administrative staff has gained a more flexible work environment. Among its capabilities, Oakview especially values the FluentStream WebPhone that gives employees access to talk, text, and voicemail functionality from their browser, transforming their laptop into a mobile office. Enabling remote work has expanded Oakview's talent pool by enabling recruitment based on expertise rather than geographical location.

“FluentStream’s communication services have enabled Oakview to modernize how we operate,” said Mike Croft, director of nonclinical operations at Oakview Dermatology. “From interoffice communication to our call center capabilities and our patient experience, FluentStream’s services have helped us make more informed business decisions that enable us to operate more efficiently and better serve our patients and our employees.”

“Oakview Dermatology has done an admirable job improving their patient experience by leveraging our cloud-native communications platform and award-winning customer service,” said Cass Gilmore, CEO of FluentStream. “We are proud to power their patient interactions and support their continued growth.”

To learn more about Oakview and its experience with FluentStream’s cloud communications platform, visit: https://www.fluentstream.com/oakview-dermatology-customer-case-study/